Managed Services Systems Engineer II

Carrier Access IT • Cedar Rapids, IA

1d • Onsite

About The Position

The Systems Engineer II is a member of the Managed Services team who supports and maintains client IT environments. The role provides advanced Tier 2 technical support, troubleshoots and resolves escalated issues, and works with end users, vendors, and internal teams to deliver timely solutions. It also contributes to proactive maintenance, documentation, and technology improvements that support reliable, secure, and efficient customer environments.

The engineer benchmarks and analyzes technology infrastructure, recommends improvements, keeps current with relevant technology and industry practices, and creates and maintains basic to moderately complex systems with moderate guidance. The position administers and supports Microsoft 365, Azure, Active Directory, Entra ID, Exchange Online, Teams, and related cloud services. It monitors and proactively resolves issues, may respond to monitoring tickets and assist with patch management, and provides customer service through professional communication, expectation-setting, and clear status updates. The role documents client environments and communications in internal systems, tracks time in the ticketing system, and provides technical guidance and knowledge transfer to Tier 1 engineers.

The position works in one of the company’s three office locations. On-call rotation participation and responses to critical outages or after-hours requests are required as needed; occasional travel to client sites may be required. Other tasks may be assigned as needed.

Requirements

• Associate or bachelor’s degree and at least 4 years of related information systems technical experience.
• Strong working knowledge of desktop support, server administration, networking, cloud technologies, and business application support.
• Experience administering and troubleshooting Active Directory, Group Policy, DHCP, DNS, user and identity management, Microsoft 365, and Exchange Online.
• Experience using Remote Monitoring and Management (RMM) platforms such as N-able, LogicMonitor, or similar tools.
• Experience supporting endpoint security solutions such as Microsoft Defender, Cisco Secure Endpoint, Huntress, or equivalent platforms.
• Working knowledge of backup and disaster recovery solutions, including monitoring, troubleshooting, and restoration processes.
• Ability to plan, deploy, maintain, and troubleshoot workstation, server, and cloud-based solutions.
• Knowledge of virtualization technologies including VMware vSphere/ESXi and Microsoft Hyper-V, and of virtual infrastructure maintenance, troubleshooting, and lifecycle upgrades.
• Understanding of external DNS services and record types, including A, AAAA, MX, TXT, CNAME, and SPF records.
• Experience managing internal and external SSL certificates.
• Familiarity with VDI technologies, including Horizon View and Azure Virtual Desktop (AVD), and ability to perform basic troubleshooting of associated services and components.
• Experience supporting public cloud platforms, including Microsoft Azure, Microsoft 365, and/or Amazon Web Services (AWS).
• Excellent troubleshooting, customer service, communication, and documentation skills.
• Ability to manage multiple priorities while maintaining service level agreements (SLAs) and a high-quality customer experience.
• Ability to conduct and direct research into technical issues and products as required.
• Ability to explain ideas in business-friendly and user-friendly language.
• High level of self-motivation and meticulous attention to detail.
• Proven analytical, strategic-thinking, and problem-solving abilities.
• Ability to thrive in a culture of growth, change, and continuous learning.
• Ability to effectively prioritize, organize, and execute multiple tasks in a high-pressure environment.
• Ability to work varied hours of the day and/or days of the week; dependable attendance and punctuality are expected.
• Ability to sit for extended periods and use hands and fingers to operate a keyboard, mouse, power tools, and handle computer components.
• Ability to lift and transport objects weighing up to 60 pounds, such as computers and peripherals, and to climb ladders, crawl, bend, and squat.
• Ability to participate in on-call rotation and provide after-hours support as required.

Nice To Haves

• Experience with scripting and automation technologies such as PowerShell.
• Experience working within a PSA or ticketing platform such as ConnectWise Manage.

Responsibilities

• Benchmark and analyze technology infrastructure, report findings, and recommend improvements and growth.
• Maintain current knowledge of relevant technology and research industry best practices.
• Provide Tier 2 technical support to managed services customers, troubleshooting and resolving escalated desktop, server, network, and cloud issues.
• Administer and support Microsoft 365, Azure, Active Directory, Entra ID, Exchange Online, Teams, and related cloud services.
• Monitor environments and proactively resolve issues, including responding to monitoring tickets and assisting with patch management.
• Create and maintain basic to moderately complex systems for internal and external clients, with moderate guidance from other team members.
• Communicate professionally with customers, set expectations, and support a positive customer experience.
• Develop and document knowledge of clients’ businesses and provide options for resolving issues or proactively advancing their organizations.
• Complete assigned work on time, track time in the ticketing system, and communicate status to the manager.
• Maintain documentation and communications in Carrier Access IT’s internal systems.
• Provide technical guidance to Tier 1 engineers and assist with knowledge transfer across the team.
• Participate in an on-call rotation and respond to critical outages or after-hours support requests as required.
• Travel to client sites occasionally as required.
• Perform other tasks as needed or requested.

Benefits

• 401(k) with employer match
• Eligibility for a quarterly bonus
• Paid time off
• Volunteer time off
• Medical coverage
• Dental coverage
• Vision coverage
• Life insurance
• Disability insurance
• Career development and growth opportunities through mentorship, training, and exposure to diverse projects
• Professional development and tuition support
• Wellness and financial resources
• Family-valued, culture-rich work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree